Service Desk Team Lead

An exciting opportunity has arisen for an experienced IT Service Desk Team Leader to join a growing and forward-thinking organisation in a newly created role.You''ll lead a small but capable service desk team supporting approximately 260 users, while acting as the senior escalation point for complex issues and driving service improvements. The Role This is a player-manager position, ideal for someone who enjoys staying close to technology while developing and mentoring others.You will:Lead and support a team of 2 Service Desk Analysts Act as the primary 3rd line escalation point for BAU incidents and service requestsOwn day-to-day service desk operations and ensure strong SLA performanceWork closely with wider IT teams on escalations, projects, and improvements Drive process improvements aligned to ITIL best practices Technology Environment You''ll be working across a modern Microsoft environment, including:Microsoft 365Azure / Entra IDIntune (endpoint management and MDM)PowerShell (automation and scripting)Jira / ITSM tooling Key Responsibilities Provide hands-on 3rd line support across cloud, endpoint, and identity servicesManage user access, devices, and security controls following best practice Oversee device lifecycle, provisioning, and complianceMentor and develop team members, supporting their technical growthBuild strong relationships with internal stakeholders and external vendorsEnsure accurate documentation and consistent service processes What We''re Looking For ..... full job details .....